Hillingdon Citizens Advice Bureau – Telephone Gateway Assessor

Hillingdon and Ealing Citizens Advice (HECA) is a registered charity that provides free, confidential, impartial and independent advice. Our services are available to all Hillingdon residents.

Our mission statement is to provide the advice that people need for the problems they face, and to improve the policies and practices that affect peoples’ lives.

HECA core services are: Advice & Information at the Hayes, Uxbridge and Ruislip CABx, a telephone advice line and telephone call-back service, guidance and assistance with negotiating with agencies, and referring to HECA’S projects and other specialist agencies as appropriate.

Details of the Volunteering Opportunity:

Purpose of role:

To provide a high quality, effective and efficient service to members of the public in accordance with the aims and principles of Citizens Advice and the requirements of its Membership Scheme.

Identify key information about the problem including time limits, key dates and any requirement for urgent advice or action (using Adviceguide, scripts and other diagnostic tools, as necessary)

Identify and summarise the essence of the problem

Establish what the client wants

Assess and agree the appropriate level of service, taking into consideration the client’s ability to take the next step themselves, the complexity of the problem, the bureau’s resources and the range of external services available to the client

Refer clients appropriately to suit clients’ needs following agreed protocols, including making arrangements and informing clients of what to expect

Signpost clients appropriately to suit their needs, following agreed protocols

Record information given during gateway assessment interviews onto the Bureau Client Record Management gateway screens

Time commitment:

Minimum commitment of 1 day per week (9am-4pm) for 1 year

Skills Required:

An understanding of and commitment to the aims and principles of the CAB service including the equality and diversity policies

Good communication skills and the ability to provide an appropriate service to a diverse public

A basic understanding of the main advice subject areas as detailed in the Adviceguide website

Ability to give and receive feedback objectively and sensitively and a willingness to challenge constructively

Ability to monitor and maintain own standards

Understanding of the main enquiry issues involved in assessing clients’ problems

Understanding of the issues affecting society and their implications for clients and service provision

Willingness to learn and develop skills in main enquiry areas

Ability to use IT in the provision of gateway assessments, e.g. basic keyboard/data entry skills/navigation of Adviceguide

Friendliness and approachability

Sensitivity to the needs of others

Flexibility and willingness to work as part of a team

Good communication skills both written and oral

Recognise own limitations and that of the role

Ability to access relevant signposting information including electronic and written materials

Understanding of bureau procedures and the way in which the bureau works

Ability to manage time effectively for the purpose of gateway assessment

Additional Benefits:

Relevant training provided to develop skills, knowledge and expertise

Hours volunteered will be recorded on your HEAR – which goes on your permanent university record

All hours contribute towards your Brunel Volunteers Award, which leads to an invitation to the Brunel Volunteers Awards Ceremony

Interested? Apply below:

Please note '*' denotes mandatory fields

Name

First name

Last name

Email

Your Brunel Student ID

What course are you studying?

Mobile / Home Telephone

Have you come to study at Brunel from outside the EU

NoYes

If you are an international student which visa do you hold?

I am a home or EU studentTier 4 (General) VisaStudent Visitor

Tell us about yourself i.e. your interests, what you can bring to the organisation, why you want to volunteer?

Referral

Consent

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